Frequently Asked Questions

When can I expect delivery?

Domestic deliveries are made Monday to Friday (public holidays excepted). If there is no one available to receive the parcel Australia Post or Direct Freight will leave a card with pick up information. The parcel can then be picked up or (redelivered) during their normal opening hours.

How are shipping costs determined?

Flat rate shipping for all cushions and linen is $10.00 within Australia.

Vases are local pick-up only - please note collection time for all vase purchases is Sat June 17th and Sun June 18th, 10am - 5pm at 14 Little Oxford st Collingwood.

If you cannot attend during the above times for pick-up of your vase, please email elle@thedesignfiles.net to arrange a suitable collection time.

What happens if something is damaged or faulty?

We take great pride in the quality and craftsmanship of our products. Attention to design, materials, safety and construction are our priorities. For online purchases, we carefully inspect your order prior to shipment. Upon receipt, please inspect your purchase yourself and notify us of any damage as soon as possible; on return of damaged or faulty goods we will arrange a prompt replacement..

Why can’t you guarantee that no two items look the same?

All Bonnie and Neil products are hand screen printed in Melbourne, and screen printing paints are hand mixed by our screen printing team. Attention to design and colour are our priority, however due to the handmade nature of these items (and external factors like weather and paint production) we can’t guarantee that every product will match every time.

Terms and Conditions

All purchases from the website are subject to the terms and conditions set out below. Please read them carefully before placing an order as, in purchasing from the website, you indicate your understanding and agreement to being bound by these terms.

1. Payment and order processing

We accept payment via the secure PayPal system worldwide. Please see PayPal’s website for their user agreement including security arrangements. Orders will be dispatched once we receive notification your payment has been confirmed, generally within 7 days.

Although we endeavour to keep product listings up to date, occasionally an item listed may be unavailable due to unforeseen demand or other special circumstances. If this is the case, we will contact you within 48 hours to offer you a refund or a suitable alternative, or to discuss placing the item on back order.

2. Prices

All prices are in Australian dollars and include Goods and Services Tax (GST) of 10 percent. Online prices may be subject to change without notice, and may differ from prices available elsewhere.

3. Products, care and maintenance

We aim to display accurately the colour of products that appear on the website. However, as the actual colours you see will depend on your monitor and/or printer, there is no guarantee that the display of any colour will exactly reflect the colour of the product on delivery.

Please note also that our products are manufactured and printed by hand or utilising traditional production methods. Irregularities in materials, fabrics or prints are characteristic of the manufacturing process, and are an integral part of the design. As such, there may be slight markings or variations in appearance (including in colour or finishing) which are technically unavoidable and/or intentional.

Goods may be shipped to you with care and maintenance instructions, in which case it is imperative you follow these instructions for the ongoing quality of your product. We do not offer refunds, replacement or free repair for goods that you damage by misuse, including by failure to follow care and maintenance instructions.

Shipping

All orders are shipped from Melbourne using Australia Post or Direct Freight. The shipping option must be selected during order process.

CERAMICS - PICK UP ONLYCERAMIC VASES CAN BE PURCHASED ONLINE, BUT THEY MUST BE PICKED UP IN PERSON FROM THE GOODS POP UP SHOP. If you cannot pick up your purchase during these dates, please contact elle@thedesignfiles.net to co-ordinate a pick up time and date.

Returns

We commit to comply with all our legal obligations that relate to your warranty and other consumer guarantee rights.

All items are thoroughly checked before sending and packaged with care. However, in the unlikely event that you receive an item that is faulty or damaged, please contact us by phone or email to arrange a refund or replacement. Please note that custom-made orders cannot be returned or refunded.

There are no exchanges on sale items.

Privacy Policy

We do not receive your credit card details for payments made through PayPal. We will not disclose or use for any secondary purpose personal information that you provide to us including your name, address, telephone number and email address.